Customer service-focused HRM systems and firm performance: evidence from the service industry in Taiwan

Abstract

This study adopts a resource-based view, attraction–selection–attrition theory and a focused approach to examine the link between service-focused human resource management (HRM) systems and firm performance. Internally, we examine employee competency as the ‘black box’ between service-focused HRM systems and firm performance. Externally, we examine the effect of the interplay of a service-focused strategy and service-focused HRM systems in predicting firm performance. We collect data from different sources (i.e. executives, human resource members, and line managers). Using a final sample included 2120 respondents from 175 firms in the service industry in Taiwan, the results show that customer service-focused employee competency transmitted 53% of the effect of customer service-focused HRM systems on firm performance. In addition, when a firm implements a less service-focused business strategy, service-focused HRM systems leads to significant improvement in firm performance. Implications for research are discussed.     

The influence of international human capital on global initiatives and financial performance

The major aim of this study is to investigate the relationships among international human capital (input-based international human capital, transformational, output-based, and competency of top management team), global initiatives (global learning and global marketing) and financial performance. The open systems view is introduced to develop a comprehensive measurement of international human capital, the human capital that enables a firm to compete globally. The structural equation modelling technique is then employed to investigate the proposed relationships. The results support our expectation that international human capital is positively associated with a firm's global initiatives and financial performance. The importance of the role of top management team competency is identified because it is positively associated with the other three international human capital components. It also indirectly fosters a firm's financial performance and global initiatives through its positive association with input-based, transformational, and output-based international human capital.     

基于MCS-51单片机的安全报警系统的设计

随着城市人口增加,住宅小区增多,小区居民的安全防范要求增强。目前,出现了智能住宅安全防范系统,本文对安全报警系统进行了研究,提高了防盗系统的智能化水平。     

系统论基本原理在信息化建设中的指导作用

本文从系统论的基本原理角度论述了其对基层信息化建设中的指导作用,给出了信息化建设的方法。首先介绍了系统论的基本概念,然后分别从系统论中的整体性原则、结构功能、动态观点以及最佳观点四个方面分别阐述了和信息化建设中的作用;最后给出了信息化建设的原则和具体方法。本文的观点对各部门的信息化系统建设具有普遍的指导意义。     

数控机床进给伺服系统的典型故障及诊断

数控机床是典型机电一体化产品,故障出现的种类和原因很多,其中进给伺服系统故障所占比重较大,文中主要以典型的进给伺服系统故障为例,总结、分析引起伺服系统故障的原因,并提出解决的思路和办法。     

地源热泵系统的应用研究

为了减少一次性能源的使用和对环境的污染,本文以陕西安康市某综合建筑为例,通过对比地源热泵系统和常规空调系统的初投资和运行费用,论证了地源热泵系统的经济性。     

基于“四位一体”的职业教育双师型教师队伍建设

本文阐述了职业教育院校基于学校、政府、行业和企业四位一体的环境下,建设双师型教师队伍的目标、思路、措施和体制机制创新。     

Information systems and technology sourcing strategies of e-Retailers for value chain enablement

In the e-Retail industry, a well-designed IT infrastructure is essential in creating a tightly integrated value chain and delivering high quality service. With intense competition for market share and profits, information systems and technology (IST) sourcing decisions are becoming increasingly important to e-Retail firms to support continued growth and market responsiveness. Drawing on the contingency theory, we examine organizational and environmental factors that influence an e-Retailer's IST sourcing strategy of make versus buy in enabling its value chain activities, and we also look at firm-level performance impacts of IST sourcing decisions that involve bundling across value chain activities. We test the proposed model and hypotheses using a panel data set of 307 firms over the period of 2006–2010. The results show that firms that make transformative IT investments tend to source a smaller portion of IST for their e-Retail value chain activities than firms that pursue automate or informate as their strategic role for IT investment. Capabilities are positively associated with IST sourcing. Firms experienced in e-Retail are more likely to build rather than buy their IST. In addition, we find mimicking behavior for IST sourcing among firms in the same merchandizer category. We find that IT strategic role is strongly associated with growth metric, whereas sourcing decisions predominantly impact operational performance measures. There is partial evidence that alignment between IT strategic role and IST sourcing decisions results in better performance effects. Moreover, complementary IST sourcing of synergistic marketing and sales activities positively impacts Web sales and conversion rate, but the sourcing combination of logistics, operations, and sales activities is associated with lower Web sales and conversion rate.     

Examining the link between skill shortages,training composition and productivity levels in the construction industry: evidence from Northern Ireland1

One of the key questions in international research addresses the tensions arising from international co-ordination and local adaptation of multinational companies' (MNCs) policies and practices. The German business system encourages MNCs to have a long-term, high-investment orientation, to practise intensive management-labour cooperation and to pursue developmental human resource management (HRM). This study analyses six major German MNCs operating in both Britain and Spain and outlines their reasons for the international co-ordination of HRM. It addresses the issue of central control versus local adaptation by looking at the transfer of German HR policies and practices. The cases show that the MNCs were able to preserve substantial ‘German-ness’ abroad. However, the results of the transfer of German HRM were not always positive due to a variety of endogenous and exogenous causes. Barriers to transfer from institutionally strong to weak environments are discussed and possible internal HR approaches are suggested to counterbalance the national business system effect. Their success will depend on head office-foreign affiliate relations shaped by factors such as cross-border communication, trust and power distribution.